Customer Experience Could Be The Reason Your Online Shoppers Aren’t Converting

loreal virtual makeover great digital customer experience example

All humans — including your customers — are emotional creatures.

That’s why it’s so important to make sure every interaction customers have with your company a memorable one — so memorable that they’ll want to recommend your business to a friend, family member, or colleague.

That connection between your business and customers is exactly what customer experience is all about — providing the support that your customers seek throughout all stages of the buyer’s journey.

You can think of the whole customer journey as a (very important) and complete transaction between your brand and customer, — what happens throughout that transaction and the way your customers feel define the customer experience.

For instance, you visit your local ice cream shop; the waitress welcomes you with your name and immediately asks if you’d like your regular treat, a chocolate sundae with extra chocolate chips, or if you’d prefer to look at a menu.

Wouldn’t this personalized and positive experience make you want to continue returning to that ice cream shop? Sometimes it hardly matters how the food tastes — the unique and delightful customer experience is what keeps you going back.

This doesn’t just apply to brick-and-mortar stores either. For example, when a prospect visits your website, why would they want to stick around to learn about your products or what your brand stands for if they don’t feel valued, understood, and heard? In this case, it won’t matter how beautiful your site isor how well you’ve optimized your site — what matters is CX.

Understanding Customer Experience (CX): How to See the World Through Your Customer’s Eyes

There are a number of ways a customer may interact with your business. For example, when they visit your website, engage with your social posts, click on your ads, purchase your product or service, or provide feedback. Customer experience includes all of these interactions and more.

A recent study by Oracle reveals maximizing customer satisfaction across the buyer journey increases total customer satisfaction by 20%, and drives revenue growth by up to 15%.

You need to see the world through customer-colored glasses. Understand their challenges and needs. They want to be heard and expect quick responses and speedy reactions from your team members.

Focus on client-centricity — put your customers first by searching for opportunities to create products and services that resolve the challenges of your customers. You can also identify your best customers with smart segmentation. There are a lot of benefits of customer segmentation including a better understanding of your customer’s behaviors, interests, and pain points.

Here are some great examples of how brands are enhancing their customer experience.